Smart Customer Care

Expertmaker offers new generation multi AI powered self-service support solution

Customer support is very costly but at the same time very important. It also provides opportunities for customer interaction and up-selling the customers. Cost of customer care is generally rising as complexity of IT increases. The big challenge is to maintaining cost control, or even lowering the cost,  while making the customers happier.

Expertmaker offers new generation self-organizing Artificial Intelligence (AI) powered self-service support function that can be used stand alone or in multi-channel support e.g. assisted care, IVR, chat, e-mail, virtual agent and more.

 

Expertmaker offers a new generation AI powered self-service support function:

  • Smart search
  • Assisted trouble shooting
  • Interactive diagnostic solutions
  • Smart integration of FAQ and online answers

Solution

Just as a real person in a call center can handle many types of problems and test several methods of solving a problem fast, a smart customer care solution needs to be able to do the same. Expertmaker offers a solution that uses AI to mimic a customer care agent.

In order to solve the customer care challenge and create a smart solution one has to offer a multi care solution using multiple forms of AI technologies. The Expertmaker platform offers a new faster and simpler user interface directly in the mobile (but also on the web). By enabling natural language and voice as input it is easier and faster for the user to interact. Secondly there are many types of problems the customers may be facing. Some there are easy solutions to and it is easy to find it with a search that is well structured and helps the user in a smart way to get to the end result. In other cases it requires a diagnosis of the problem. In other cases the user cannot specify their problem exactly and need to “discover” a solution in which case the user needs a guide to help them.

It is even possible to connect it to a smart recommendation system that will cross sell during the self-service interaction.

Organizational adjustment

As the smart customer care can handle a more customer queries it is possible to adjust the organization as a result. The support organization can move from being focused on producing the ”right support content” to an organization focused on problem resolution.

  • What kinds of processes are needed to create content?
  • How should roles & responsibilities be assigned?
  • How do we make best use of social content?

Benefits

Just as a real person in a call center can handle many types of problems and test several methods of solving a problem fast, a smart customer care solution needs to be able to do the same. The real benefit with using a smart customer care solution is that it scales much better than a customer care agent.

AI driven benefits:

  • Smart answers
  • Smart help and diagnosis
  • Multi-threading approach
  • Auto-mapping of problem to many nodes
  • Natural language interaction

The AI driven benefits result in a number of operational benefits:

  • Cost savings
  • Customer satisfaction improvement
  • 24/7 care
  • Immediate and quicker care
  • Up-selling opportunities
  • Increased loyalty and reduced churn

Expertmaker product

Expertmaker offers a complete product suite to create smart customer care. The platform offers a self-organizing AI powered solution based on a multi AI approach to solving the many challenges a care system needs to handle.

Specific functionality covers multithreaded pre-population of text or natural language description of problem. It can personalize the interaction for faster resolution.  With multi-channel support, e.g. assisted care, IVR, chat, e-mail, virtual agent, etc. the smart care solution can be integrated in all parts. The system can also handle multi ingestion of content from sources like:

  • Manuals
  • Diagnostic solutions
  • Micro search solutions
  • FAQ and user generated integration